1. 1 Online Student Satisfaction & Adult Student Perceptions RESEARCH RESULTS AND LESSONS LEARNED Academic Affairs Assessment Symposium

2. 2 Agenda Welcome / Opening Remarks Adult Student Perceptions Online Student Satisfaction Discussion

3. 3 Adult Student Perceptions HANOVER STUDY OF THOSE WHO INQUIRED, APPLIED, OR WERE ACCEPTED TO WSU BUT DID NOT MATRICULATE.

4. 4 Project Overview Survey conducted during early months of 2015 Report presented in March of 2015 Population (258) – branching was used pertinent to individual sub- populations Definition of adult learner – 25+ years old, domestic, undergraduate Inquirers – requested information but did not apply Partial applicants – began but did not finish application process Non-matriculates – completed application, were admitted, but did not enroll

5. 5 Areas of Inquiry Awareness Familiarity with WSU’s adult education programs, preferred sources of information and previous interactions with WSU Quality Factors they consider most important when evaluating adult education programs. Also asked about the effectiveness of WSU marketing and how to increase appeal to the population. Choice Preferences for adult education programs and their reasons for not choosing WSU

6. 6 Awareness

7. 7 Just over ½ of respondents report being not at all familiar with WSU’s adult education options Respondents who were dissatisfied or very dissatisfied with WSU interactions were asked to comment. Common themes were Desire for more responsive communications with WSU More personable customer service

8. 8 Quality Addition of more program options and flexible formats Need for flexible course options More online courses Additional program offerings Better understanding of value of degree Current marketing not very effective

9. 9

10. 10 Based on what you know about WSU how would you rate the University on the following characteristics?

11. 11 Based on what you know about WSU how would you rate the University on the following characteristics?

12. 12 Choice Cost = most important influencing factor for an adult learner.

13. 13 Program and Process Did not get the help I needed to apply. Did not offer post masters in pediatrics. Did not offer the requested discipline. I never received an answer to my question. No response from WSU. Poor communication. Value and Personal Going to get my Associate’s first through Johnson County. Have not made any plans yet. Illness of a family member. Not sure how much time it would take to get my degree. Not the right time for me to pursue further education. The need to take 30 hours at WSU. Too much time with full-time job Reasons for not applying to WSU.

14. 14 Program and Process Butler offered classes that would transfer to WSU that I need for my degree. I chose to do another semester there because it is much cheaper and smaller classes. I still plan to enroll in WSU next semester. Lack of online courses. Not enough credit for previous education. Taking a course at HCC before enrolling at WSU. Value and Personal Butler offered classes that would transfer to WSU that I need for my degree. I chose to do another semester there because it is much cheaper and smaller classes. I still plan to enroll in WSU next semester. Cannot attend classes with current work schedule (to erratic). Financial situation. Medical Issues. My mother diagnosed with lung cancer, so I’m not sure I would be able to care for mother and keep up with classes while also working a full time job. Money. Time constraints due to being a single mom. Reasons for declining offer of admission to WSU.

15. 15 Are you currently enrolled at another institution?

16. 16 Lessons Learned High usage of online materials for recruiting and exploration Lack of familiarity of WSU’s academic options (+50%) Need for initial point of contact for adults Customer service, inquiries, “shopping” for an academic home Need more program options, more flexibility Adult students often put their education on hold Need to reconnect after the initial inquiry/application has not been finalized

17. 17 What are we doing with the data? Office of Adult Learning opened in March 2015 Onsite advising for inquiry and navigation of the university Rapid growth in online courses and programs New initiative with admissions to reconnect with inquiries and admits that did not enroll Calls through the Office of Adult Learning and the OneStop Emails from Adult Learning Development of ShockTalk and Shocker Next Steps

18. 18 Online Student Satisfaction HANOVER STUDY OF AY14-15 STUDENTS TAKING ONLINE COURSES

19. 19 Who are our online students? NATIONAL DATA* WSU DATA “traditional” students (34%) Majority Female (71%) Majority Caucasian (70%) Mostly Bachelor’s (35%) n=1,500 Majority 18-24 (59%) Majority Female (74%) Majority Caucasian (72%) Majority UG (77%) n=412 * Clinefelter, D. L., & Aslanian, C. B. (2015). Online college students 2015: Comprehensive data on demands and preferences. Louisville, KY: The Learning House.

20. 20 How many students take online courses? Summer 2014-Spring 2015

21. 21 Enrollment by College Summer 14 – Spring 15

22. 22 | ONLINE COURSES: FLEXIBILITY – HIGHEST FACTOR

23. 23 | ONLINE PROGRAMS: FLEXIBILITY – HIGHEST FACTOR

24. 24 | ONLINE ENROLLMENT FACTORS QUALITY

25. 25 | PERCEPTIONS OF ONLINE LEARNING

26. 26 Top Online Majors Nationally UNDERGRADUATE GRADUATE Business Administration19.8% Nursing5.2 Computer science and engineering3.9 Information technology3.6 Engineering2.2 Sociology2.2 Networks, computer networking2.1 Elementary education2.1 Social work1.9 Criminal justice1.9 Accounting1.8 Counseling psychology, psychotherapy1.8 Early childhood education1.8 Computer security, cybersecurity1.6 Psychology1.6 Business Administration22.0% Nursing5.5 Computer science and engineering3.0 Information technology2.8 Early childhood education2.5 Counseling psychology, psychotherapy2.3 Computer security, cybersecurity2.1 Networks, computer networking1.9 Technology management1.9 Social work1.7 Elementary education1.7 Engineering1.7 Software engineering1.5 Secondary education1.5 Other2.1

27. 27 | ONLINE COURSE DEMAND

28. 28 | FUTURE ONLINE COURSE PLANS

29. 29 What we are doing with the data Targeting recruiting and marketing Faculty discussions about High-demand programs and courses Helping meet student needs Planning better distribution of resources Dedicated advisors Retention specialist Improve student engagement in courses and services

30. 30 Online Student Satisfaction & Adult Student Perceptions RESEARCH RESULTS AND LESSONS LEARNED Academic Affairs Assessment Symposium